Date Received: 2017-02-17
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: Several banks and servicers have attempted to illegally take my home using fraudulent and bogus documents. XXXX started this in 2008 ; many banks used delaying tactics and phone mills/robosigning and refusing payments to put my home into jeopardy. I have been able to thwart XXXX seperate attempts to foreclose with the help of our local District Judge and Temporary Restraining Orders. I have reliable authoritative witnesses to the 'Transfer of Mortgage ' document XXXX ( recently they cancelled the sale of my home and transfer my case to Shellpoint Mortgage Servicing ) & Shellpoint Mortgage Servicing have used to say they have the right to foreclose, but they have no standing. Attempting to extort money from me using a fraudulent document is illegal. Their licenses to operate need to be revoked, and they need to cease and desist attempting to collect money from me, or any homeowner, unless they have a clear, legal chain of title. Which in my case they do n't or they wouldnt need to use one that is so simply proven to be fraudulent.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TX
Zip: 786XX
Submitted Via: Web
Date Sent: 2017-02-17
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-15
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: In XX/XX/XXXX, I purchased a home in XXXX, AZ while on XXXX XXXX in the XXXX XXXX XXXX. I received mandatory permanent change of station orders to XXXX in XX/XX/XXXX, upon which time I rented the home, but once the renters moved out and the market tanked, and due to a loss of income after my wife lost her employment during the move, I began processing a short sale of the home in XX/XX/XXXX. Since XX/XX/XXXX, I have had XXXX buyers for a short sale and on each occasion, the XXXX mortgagers did not come to agreement and thereby causing the short sale purchasers to abandon the purchase. On each occasion, particularly after the short sale was denied, the servicing mortgage company sold ( XXXX transferred ) my mortgage to I presume the highest bidder. This is evident now as I submit my second complaint because, yes, my mortgage has been sold ( aka transferred ) yet again to Shellpoint Mortgage Servicing. And now, XXXX ( XXXX ) years later - as of this complaint, I still have not had success selling this home and the home remains vacant since XX/XX/XXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: AP
Zip: XXXXX
Submitted Via: Web
Date Sent: 2017-02-15
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-16
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To whom it may concern, we are filing a dispute regarding the modification offer that was extended on XX/XX/2017. We completed an RMA package and outlined all of our expenses and income. Our gross income is {$6900.00} and our expenses are {$5900.00}. Thus places our debt to income ratio ( DTI ), is currently at XXXX % on the back end and XXXX % on the front end. These payments being offered are extreme and place or debt to income ratio at a severe deficit. It appears that there was no type of underwriter guidelines being followed to determine our affordability. We feel that this modification offer is predatory by nature, due to the fact that these payments are placing our debt to income ratio on the back end at XXXX %. None of the Shellpoint underwriting math makes any sense and it is not an acceptable payment. It appears also that based on the mortgage calculations and mock amortization schedule, the modification is based on {$28000.00} being paid back within a XXXX year term, which is completely unaffordable. The definition of A loan modification is a permanent restructuring of the mortgage where one or more of the terms of a borrower 's loan are changed to provide a more affordable payment. With a loan modification, the lender may agree to do one of more of the following to reduce your monthly payment : reduce the interest rate. This has clearly NOT been achieved in this case. Our family feels that this type of treatment is an outrage and a great way to force our family into a XXXX bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: UT
Zip: 84067
Submitted Via: Web
Date Sent: 2017-02-16
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-13
Issue: Application, originator, mortgage broker
Subissue:
Consumer Complaint: While in the process of refinancing my home on XX/XX/2017 the loan processor attempted to obtain a payoff letter from Shellpoint Mortgage Servicing sent directly to XXXX and was told it would take 48 to 72 hours to send. On XX/XX/2017 loan processor was told I being the mortgagee could only request the letter which I did that day and on XX/XX/2017 on those days was told the same thing 48 to 72 hours to process the letter, on XX/XX/2017 made another attempt to request the pay off letter I was told i would have to authorize in writing which was done when original request was made to Shellpoint by the XXXX loan processor also that this request would take 3 to 5 business days, also that Shellpoint is a collection agency that purchased my loan several years ago and that my original loan is at 7.3 % interest rate.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60619
Submitted Via: Web
Date Sent: 2017-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-10
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: I have been trying to get a modification and keep getting the runaround. Now I have a foreclosure sale for next month.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30087
Submitted Via: Web
Date Sent: 2017-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-09
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: To whom it may concern I am filing a complaint against my current Mortgage Company Shell Point Mortgage. I 'm currently having trouble, regarding my mortgage payments they ca n't seem to get my account right. My mortgage was sold to Shellpoint Mortgage in XX/XX/2016, from XXXX. Prior to being sold I had to do a loan modification due to me having my XXXX from my XXXX and losing my job due to my illnesses. XXXX helped me with a loan modification. My trial payments would start in XX/XX/2016 at XXXX a month but prior of starting my trial payments I had become XXXX from the military which gives me the benefit of not having to pay taxes on my home. Prior to starting the mod, XXXX recalculated my mod payment in the amount was XXXX a month which were paid on time. On XX/XX/XXXX I had sent my payment for XX/XX/XXXX to XXXX in the amount of XXXX. XXXX informed to stop payment on check due to my mortgage being sold to Shell Point Mortgage. I contacted Shell point Mortgage to find out payment information they could not tell me anything due to them not knowing about the file. They informed me that I would receive a welcome letter in the mail which I did not receive until XX/XX/XXXX. I did received a bill saying that I owe I believe at that time {$8000.00} I had contacted Shell Point Mortgage to find out the problem and they could not tell me because their file was not completed according to them they did not have all the information. I explained what was going on with the modification and explained the XXXX a month and how XXXX came about the amount. I was told to contact XXXX myself to get their paperwork from them due to the privacy act. Shell Point could not get it to complete the file, I contacted XXXX for the paperwork they sent me the paperwork in the mail. The people at XXXX asked why I was requesting the paperwork. I needed to get it due to the privacy act. They stated that Shell Point should have called them since they sold them the account. In XX/XX/XXXX I received a welcome letter in the mail about my payments they wanted 9 payments of XXXX a month I believe it was about XXXX dollars, On XX/XX/XXXX I contacted Shell point Mortgage and the gentleman told me to go ahead and send XX/XX/XXXX and XX/XX/XXXX payment in the amount of {$1600.00} they should have everything together by then which I did and on XX/XX/XXXX Shell Point Mortgage had returned XX/XX/XXXX and XX/XX/XXXX payment because they could not accept partial payments, they are still under assumption that I still owe from XX/XX/2016. Shell point Mortgage still could not understand the XXXX a month. So nothing got solved. XX/XX/XXXX payment was sent and Shell Point Mortgage kept that payment of {$810.00}. When I called about the payment no one understood where it went at this time, now I 'm talking to a gentlemen name XXXX who was taking care of my loan and found out it was sent to XX/XX/2016 payment. Now telling him how did they accept XX/XX/XXXX payment for {$810.00} and not XX/XX/XXXX. Payment And he stated that 's where the payments are in default which did not make any sense. So I was told not to make XX/XX/XXXX payment by XXXX until this got resolved, all through XX/XX/XXXX nothing has been solved XXXX states that my payment are {$1200.00} a month even after Shell Point Mortgage was contacted by XXXX from XXXX who I believe is vice president and spoke to them directly about my account and gave them what they needed. I spoke with XXXX and explained that I was not going to pay {$1200.00} that was not my payment. So on XX/XX/XXXX XXXX called me and said it was ok for me to send my payments back to them for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX, which I did on XX/XX/XXXX in total amount {$3200.00}. Which is {$810.00}, a month. XX/XX/XXXX
Company Response: Company believes complaint is the result of an isolated error
State: TX
Zip: 76033
Submitted Via: Web
Date Sent: 2017-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-07
Issue: Loan servicing, payments, escrow account
Subissue:
Consumer Complaint: 1. Incorrect information disclosed upon transfer of mortgage servicing required under RESPA. Incorrect " new '' account number and mailing address for payments. 2. Payment processing issues - Have n't " found '' my original payment XXXX/XXXX/XXXX and posted someone else 's payment to my account in XXXX XXXX, which was subsequently, and correctly reversed. 3. Terrible customer service, I can not get anyone to to find and post my first payment upon transfer, so I made a double payment. Phone calls get dropped, and if XXXX is supposed to be my Single Point of Contact ( SPOC ), it is not working. These are all the same issues that were identified in the interagency mortgage foreclosure horizontal reviews, and keep impacting the industry. I am also filing complaints with XXXX ( the investor ), XXXX XXXX ( mortgage originator ) and the OCC who supervises XXXX. These interested parties need to know about this as perhaps the due diligence has failed. On XXXX, I correctly received notice of transfer for seller ; On XXXX/XXXX/XXXX, I received notice of transfer from Shellpoint. I immediately set up automatic payments, starting with XXXX XXXX, to the address provided on the servicing statement with the new account number. Thought I was done. Received a call on somewhere between XXXX and XXXX, they had not received may payment. I explained I had paid to the XXXX XXXX with this account number. I was told that is n't my account number. She talked to supervisor and said they would ultimately find my payment in XXXX, but I offered to make another payment. Then, when they find it, I am good for XXXX and XXXX payment. XXXX rolls around, not resolved, so I make another payment. To be honest, I was so frustrated I do n't know what they said. Then XXXX rolls around, I see a payment was posted ( oh, they finally found it ), but then it was reversed. I contact them on XXXX XXXX in the morning, explain again, ask if they found my payment and why reversed. Agent could n't understand why, no notes, puts me on hold to talk to her supervisor, for like 10 minutes. Comes back, can not determine, will have to call me back. XXXX XXXX, late afternoon, call again. Of course call was dropped. When i talked to agent she said someone else 's payment had been posted to my account ( from a XXXX XXXX checking account ), so it was reversed. They never called me. I finally hung up and made another payment for XXXX. I happen to know this industry quite well, previous regulator. I gave them a chance before filing this complaint. Ask them for the recorded phone calls. If you have n't, I would check their tires on mortgage servicing transfers, payment processing, their suspense account and SPOC. What are the odds that this is happening to an ex regulator? I 'm financially savvy and able to extra payments, even considering paying the dang thing off as I did n't get to " pick '' my servicer, it was chosen for me. What about consumers that are n't financially savvy ( many ) and consumers who ca n't make extra payments until they find a payment. Help Them. I can take care of myself, but I feel for what they must do, and that is CFPB 's role, not to let someone get caught in this.
Company Response: Company believes complaint is the result of an isolated error
State: AZ
Zip: 85383
Submitted Via: Web
Date Sent: 2017-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-06
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: My wife and I recently file for chapter XXXX bankruptcy, in an attempt to get a new start for our family. During the process, our mortgage company ; Shellpoint Mortgaging Servicing notified us that we were eligible for a loan modification. The paperwork came and we filled it out as accurate as possible, providing all the required documents that were needed to go forward with the modification approval. Several weeks went by and we finally heard from a representative stating that she was taking on our case, " the original representative is no longer handling our case ''. This particular case worker needed the same documents all over again, in which we complied. Several more weeks go by and she stated she needed additional paperwork, via fax, in which we complied. Once again we get a letter stating that our paperwork was handed to another case worker ; repeating the same thing the other XXXX case worker stated. Once again my wife and I complied. Finally, we received a letter stating that we were denied loan modification and loss mitigation. Please understand this has been several attempts over the past two years or so trying to get remodified, which lead us to other choice but to file for bankruptcy.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 125XX
Submitted Via: Web
Date Sent: 2017-02-06
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-05
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: Original mortgage with XXXX ; they failed to accept short sale ; I was insovlent and unable to pay. XXXX transferred mortgage to XXXX, who issued a XXXX in XX/XX/2014. Now Shellpoint Mortgage Servicing is trying to collect, saying I have an outstanding mortgage with them for the same property. My credit it showing all three as unpaid and negative. The debt was cleared when the XXXX was issued.
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33455
Submitted Via: Web
Date Sent: 2017-02-08
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: No
Date Received: 2017-02-04
Issue: Loan modification,collection,foreclosure
Subissue:
Consumer Complaint: I had my loan with XXXX and then XXXX XXXX XXXX. We paid a large sum of money in Modification trial payments. The proofs of payments have been submitted in CFPB complaint # XXXX. This complaint is about the new Servicer Shellpoint Mortgage.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11704
Submitted Via: Web
Date Sent: 2017-02-04
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: No